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Required information for support requests

Submit a request:

https://axespdf.zendesk.com/hc/de/requests/new

 

Important:

We can fix the issue, if it is possible for us to generate the error. Therefore it is necessary that you send us the following detailed information:

 

(1) Operating system, on which the axesPDF-software is running

  • OS version?
  • 32- or 64-bit?
  • Do you use a VM (virtual machine)? If yes: in which form?
  • .NET-version?
  • dpi adjustments

 

(2) Microsoft Word
(only if you are using axesPDF for Word)

  • Version number
  • 32- oder 64-bit?

 

(3) axesPDF software

  • Version number

 

(4) Problem description

  • Description of the problem as accurate as possible
  • Exact error message (if occuring) - screenshot would be perfect
  • In case of an error message „Unexpected Error": send us a copy of the stack trace (you can identify the stack traces by means of cryptic symbols)
  • Description of the context in which the problem occurred as accurate as possible (When does the problem occur? What was the last operation before?)

 

(5) Concerning document

  • Word-document (if error occurs while converting)
  • PDF-document (if error occurs with this document)

 

(6) License information
(only if you have a licensing issue)

General information

In case of concurrent user license:

Above mentioned screenshots of license server and client

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